Position Title: Analyst, Corporate Service Desk (GOC)
General Description

The individual in this position is to report to and receive direction from the Client Services Supervisor. The individual will be primarily responsible for first line technical support to internal and external corporate staff. The successful candidate will require an aptitude for working with global users remotely.

Minimum Knowledge and Skills Required

Position requires a degree or certificate in Information Technology and relevant experience in supporting Windows-Based clients on either Citrix or Windows Server local area networks. Working knowledge of MS Windows 7 operating system and proficient with MS Office Suites including Office 365. The individual must have demonstrated ability to interact productively and amicably with IT and the user community. Strong English speaking skills are a must.

Major Duties and Responsibilities

1. Strong verbal and written communication skills, the ability to multitask, the ability to manage irate clients and solve disputes.

2. Act as a single point of contact for phone calls and ITRS portal entries emails from staff regarding IT issues and queries.

3. 1st line support – troubleshooting of IT related problems from in-house software to hardware, such as Desktops, Laptops, PCs, and Printers.

4. Escalate unresolved calls to the Tier II infrastructure and/or support team

5. Log all calls in the Service Desk Call Logging system (ITRS)

6. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

7. To maintain a high degree of customer service for all support queries and adhere to all service management principles

Keyskills
Technical Support tsr tech support technical support executive tse helpdesk service desk it helpdesk technical helpdesk it support remote support system admin desktop support desktop engineer help desk sr. associate senior associate

C3i Support Services Private Limited
C3i Healthcare Connections, a division of Telerx, is an industry-leading business process outsourcer specializing in the multi-channel engagement of patients, healthcare professionals and enterprise personnel via a network of global contact centers.
Our unique customer-centric approach has made us the partner of choice for some of the world’s most trusted brands. In this ever-changing healthcare climate, our integrated solutions give our clients a unique advantage.

We deliver the ultimate experience you, your partners and your consumers care about. Because we know the experience matters.